SOP – Community Care

Phone Script Cheat Sheet

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by

kdub
in
    • Opening:
      • “Good _______________(morning/afternoon/evening) this is ___________ (your name). May I please have the address you are calling about?”
    • If you are speaking to a h/o:
      • “And who am I speaking to?”
      • “For account verification purposes, can you please verify your phone # and email address?” OR: “I see that (some of) your contact information is missing. May I please have your (phone number and/or email address) so I can add that information to your account?”
      • “What can I do to assist you, __________________(use name of caller)?”
    • If you are speaking to a non-h/o:
      • “And who am I speaking to?”
      • “What is your relationship to the property?”
      • “What can I do to assist you, __________________(use name of caller)?”
    • Before transferring:
      • ” I show that ___________ is working, but I’m not sure if he/she is at his/her desk. If you would like I’ll transfer you over now, but if ___________ does not answer, please leave a voice message.” 
    • Call Recipient Unavailable:
      • “______________ is unavailable at this time; however, he/she is due back (later today/tomorrow morning, etc. DO NOT GIVE EXACT TIME).  Would you like to leave him/her a voicemail or may I offer you his/her email address?”
    • Transferring caller to Reception:
      • “If you wish to hold for ____________, I will transfer you to the receptionist. Have a nice day”
    • Hold:
      •  “May I place you on a brief hold?” … “Thank you for holding.”
    • Closing Call:
      • “Is there anything else I can do to assist you__________(use caller’s name)? Thank you for calling, have a great day.”

    WORK ORDER REQUEST CALLS – HOMEOWNER/RESIDENT

    •  Common Area Work orders (owner confidentiality):
      • “May I include your contact information in the work order so that if the vendor we send out has additional questions or needs more information they may contact you directly?”

High Volume Call Back Script

    • If the question is very simple to answer and takes less than 60 seconds, you may answer it. Examples include how do I order escrow docs, What’s my account balance, transferring a call to escrow or a manager, etc. OR, if the concern involves anything that would be considered a rush and/or leak, please handle it (if you are qualified)… otherwise, take the info of what the issue is and move to the next statement:

“Thank you so much for calling about this issue. Due to the high volume of calls, I’m going to have a Community Care Specialist look into this for you and call you back in 1-2 hours. Would you be available for a call back in that timeframe?”